Case Study: Glossier achieves 87% faster response times with Yuma AI

Elevating Customer Experience with Yuma AI

Glossier, a global beauty and personal care brand, faced the challenge of handling complex customer service inquiries, particularly for tracking lost packages and processing time-sensitive order changes. Their existing support automation was insufficient, as they needed an AI solution that could autonomously parse detailed tracking information and understand nuanced problems, not just provide generic responses. They turned to the vendor Yuma AI for a more precise solution.

Yuma AI implemented targeted AI automations for specific use cases like "Where is my order?" and order cancellations. This approach used dedicated knowledge bases and guardrails to ensure high accuracy and prevent AI hallucinations. The results for Glossier were significant, including an 87% decrease in overall response times, a 91% accuracy rate in autonomously resolving complex shipping tickets, and the ability to process urgent requests before it was too late.

Glossier

Amy Kemp

Director of Omnichannel Customer Experience